The Reservation Agent Solution is for customer centered entry-level positions within the hospitality industry. Before you invest the time and money to train a new employee, test your applicants for skills like:
- Customer Service
- Making/Cancelling Reservations
- Providing Information on Hotel Services
This test provides the answers you need to make informed hiring and promotion decisions.
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The Reservation Agent solution is for customer centered entry-level positions within the hospitality industry. Sample tasks may include making, updating, or canceling hotel reservations; looking up information and entering information into a computer; providing information on the hotel and the services offered. Potential job titles that use this solution are: Reservation Agent, Customer Service Representative, and Reservationist.
Job Levels: Entry Level
Localizations Available: US English
Average Testing Time: 43 minutes
Number of Questions: 119 items (91 items on average)
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Simulations, Multiple choice, Forced choice – adaptive
Knowledge, Skills, Abilities and Competencies Measured by the Reservation Agent Solution
Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.
Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.
Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.
Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly. This is calculated by the number of gross keystrokes per minute typed by an applicant.
Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately. This is calculated by the following formula: Percent Accurate = Number of Correct/Number of Total * 100.
Drive for Success: This component measures the tendency to set and accomplish challenging goals, to believe in one’s own ability to get the job done, and to assert one’s influence to drive others towards a common goal. This trait is characterized by working hard, demonstrating optimism in the face of adversity, and negotiating effectively with others to accomplish goals.
Conscientiousness: This component measures the tendency to exhibit personal responsibility, follow rules and guidelines, and complete work thoroughly and precisely. This trait is characterized by trustworthiness, fulfilling commitments, dedication to the completion of all work tasks completely and accurately, and organization.